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This document list the information needed for most common problems when creating a new ticket.
In some cases support needs more information which is not listed here because of the unknown nature of the problem.
Information for Mobile Apps can be found here: Mobile Apps
OX App Suite (Middleware or UI):
- oxsysreport
/opt/open-xchange/sbin/oxsysreport - test account(s)
Dovecot Pro:
- dovecot logs
- doveconf -n
please also include .ext files and other files included in the configuration, but feel free to remove any passwords and sensitive information. - /usr/bin/dovecot-package-list-deps.sh
- crashes: core dump, if a crash occurred. The trace should have as much information as possible, so for e.g. the "gdb" debugger use "bt full" and if possible, install dovecot debug packages.
OX PowerDNS:
- powerdns logs
- ‘dig’ output for any failing query
- crashes: core dump
| OX App Suite | Dovecot Pro | OX PowerDNS |
---|
| | | |
| - check the network and the server mentioned at the beginning of the stack trace
with Dovecot: add Dovecot logs with Database: see next section
|
| - recursor trace logs (rec_control trace-regex or – trace config setting) for failing lookup
|
| |
| - as for Appsuite, except for oxsysreport
|
| - exact date and time
- apache logs from the time frame
- general information and oxsysreport
- (network traces and sniffs to watch and monitor the network traffic of specific services.)
| - Dovecot logs in verbose mode
if possible, reproduce the issue with auth_debug=yes enabled please make sure .ext configuration files of passdb and userdb blocks are included with the provided configuration.
| |
| | - Dovecot logs in verbose mode
if possible, reproduce the issue with auth_debug=yes enabled please make sure .ext configuration files of passdb and userdb blocks are included with the provided configuration.
| |
| - test account to reproduce the issue
- general information and oxsysreport
- browser type with version number
- screenshots showing the problem
- check JavaScript console and provide additional errors or attach har-file
- check the network tab if request fail, timeout or simply take to long
|
| - as for Appsuite, except for oxsysreport
|
| - show full request and response (tcpdump)
- general information and oxsysreport
|
| - show full request and response
- describe how seen behavior differs from expected behavior
|
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